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Information Technology Support Engineer
3 months ago
Phoenix47 is an IT infrastructure consultancy company. With a large network of consultants we have a unique approach, sharing our vast industry knowledge and expertise that drive operational efficiency of software applications and IT infrastructure. Areas of specialty include Cloud Strategy, IT Security, Datacentres, Applications and Networks.
Phoenix47 designs winning strategies by harnessing the power of the new digital economy. We deliver value and performance through our expert innovation, information insight and business transformation. Our delivery methodology is extremely flexible allowing customers to benefit from both fixed price and shared-risk engagements.
This is a superb opportunity to join a fast-growing SME Hampshire-based IT services provider. The company is growing and can offer an excellent opportunity for candidates that are looking for a role that will expand their IT skills, whilst offering training opportunities and support from a great team.
Key Responsibilities
- To provide triage, first and some second line support, and escalation of helpdesk tickets to our customer base, working to specific SLAs
- To provide incident management & stakeholder-facing communication for customers as required (with the expectation of leading a multi-manned P1 Bridge Line).
- To provide basic remote support and change management assistance to our customer base.
- To manage and monitor call queues ensuring adherence to customer SLAs.
- To handle monitoring alerts following defined KB processes.
- Ensure that all case-related documentation is clear, concise, and updated in the Helpdesk ticketing system.
- Ensure that customers are updated continuously on the status of their issues.
- Assist with basic building security and management when starting or finishing outside of core business hours
The ideal candidate should have prior experience of technical support and some of the computing technologies as set out below. But we would be surprised if you had all of this, so even if you only have some, you should still come and talk to us
Skill Set:
- You should have a good understanding of networking, TCP/IP, and internet technologies.
- You should have good knowledge of Microsoft O/S, with Linux as an advantage.
- You should be passionate about IT with a constant desire to learn and advance knowledge.
- You should be able to work under pressure and the ability to multitask.
- You should possess excellent customer service and communication skills as well as a logical and methodical approach to troubleshooting.
- You should be flexible in your work attitudes, be prepared to contribute, and be self-motivated when it comes to personal development and training.
- You should have a good telephone manner, good analytical and problem-solving skills, ability to learn quickly, and cross-apply knowledge.
- You should enjoy working with customers and callers, and take pleasure & pride in resolving their issues, however frustrating it can be at times
- We are looking for good personalities who are passionate about technology and want to share long-term in a good fun working environment where they can make a difference and enjoy the results.
- Comfortable with shift work
